CUSTOMER SERVICE

Customer Service and Patient Relations

Responding to member inquiries, grievances and problems, as well as to inquiries from Health Plan representatives regarding member issues is an important component of member satisfaction and regulatory compliance. As the competition for patients increases, an organization's success in maintaining its existing membership base is the foundation of future growth. A patient relations program can help increase patient satisfaction. Also, such a program can respond to Health Plan inquiries and help maintain a positive working relationship with Plan representatives. AMM's Patient Relations program will:

Respond to member grievances and complaints with coordination among all AMM departments and IPA officers.

Be available to members for questions regarding benefits, contracted providers and procedures.

Resolve problems between patients and providers in conjunction with AMM Provider Relations Representatives

Interact with Health Plan representatives regarding patient issues.

Provide a tracking system in response to the Health Plan QA requirements.